IT Helpdesk Technician

Newtown Savings Bank•Newtown, CT

1d•$51,600 - $73,300•Hybrid

About The Position

Newtown Savings Bank is seeking a front-line helpdesk support professional to provide customer-focused technical assistance by phone, email, and walk-in. The technician resolves desktop resource issues, supports and administers end-user desktop resources, and uses analytical and problem-solving skills to troubleshoot hardware, software, communications equipment, and peripherals. The role also includes setup, installation, maintenance, relocation, and repair of equipment and software; work on deadline-driven work orders; and other duties as assigned. More complex assignments are performed with immediate supervision. This is an onsite position at the bank’s Corporate office in Newtown, Connecticut, with a remote option one day per week. The position frequently requires work outside normal business hours for scheduled projects, on-call duties, and emergency maintenance. Off-site branch visits may be needed for hardware installation and escalated issues.

Requirements

At least one to two years of experience with microcomputer and network hardware.
A+ certification or equivalent hands-on experience.
Experience installing, supporting, and troubleshooting Windows 11 and Microsoft Office O365 Pro Plus.
General knowledge of Microsoft Active Directory, on-premise and cloud, and client/server-delivered applications.
Familiarity with TCP/IP in a LAN/WAN environment, including DHCP and DNS configuration and troubleshooting.
General knowledge and understanding of virtual desktop technologies.
Outstanding customer service skills and a genuine eagerness to assist users.
Strong troubleshooting skills and a desire to learn.
Strong multitasking skills in a fast-paced environment.
Strong organizational and time-management skills.
Excellent written and verbal communication skills.
Valid driver’s license and reliable transportation.
Ability to lift and/or carry up to 50 pounds.

Nice To Haves

Experience in a banking or financial environment is desirable but not required.

Responsibilities

Provide front-line technical support, analyzing and resolving IT issues with sound technical judgment and a customer-service focus.
Maintain clear communication with users, provide timely updates, and confirm that technical issues have been resolved.
Resolve technical incidents remotely where possible and escalate issues requiring additional expertise in accordance with written SLAs.
Follow policies and procedures, including change control, problem-log maintenance, ticket-database troubleshooting, and applicable regulatory and compliance guidelines.
Participate in after-hours projects, on-call duties, and emergency maintenance.
Visit branches as needed to install hardware and resolve escalated Help Desk issues that cannot be handled remotely, while maintaining Help Desk coverage.
Coordinate, manage, and document assigned projects with guidance from the IT Helpdesk Supervisor and IT Manager.
Maintain documentation and procedures and contribute to process improvement for primary functions.
Set up network access for new hires and user modifications, including login, printer, email, Core-related, VOIP phone system, and general application access.
Review backup jobs and verify antivirus definitions, escalating issues to appropriate IT staff.
Provide desktop management support, including hardware break/fix, deployment through a desktop imaging solution, and maintenance.
Manage hardware and software inventory and reporting using the bank’s inventory software.
Manage software licenses and escalate issues and renewal tasks to appropriate IT staff and the IT Manager.
Provide Tier 1 support for the bank intranet site, NSBGateway, including SharePoint layout, design, content, and basic security.
Provide Tier 1 support for mobile device management and deployment.
Provide Tier 1 support for Core Banking solution components and escalate issues to COCC Support or next-level IT Support.
Provide Tier 1 support for printer hardware and software.
Perform departmental administrative tasks, including processing IT-related invoices.